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The core of any call center is the agents. A center’s success depends on the ability of agents to achieve optimal performance on each contact. Encore allows recording of your agent’s calls for training and coaching, and lets both the supervisor and agent determine how well the call was handled. Poor service always costs more and results in lost customers and agent frustration.
Encore includes agent evaluation forms that make individual performance reviews simple, accurate and objective. The interactive coaching mode lets agents listen to their conversations under supervisor control. They will be able to hear for themselves what is working and where improvements are required.
In addition to being able to listen to individual agents conversations, using the Screen Recording module, a supervisor will have the ability to capture the agent’s desktop activity during a recording session. More...
Encore integrates agents schedule data from all popular workforce management systems. Encore holds this information and charts it against actual agent login and logout times captured from the PBX, ACD or predictive dialer.
Encore captures ACD and dialer statistics to learn how agents handle calls. In addition to login and logout information, the system captures talk-time and calls per hour.
Tell us about your application. Using the Encore base system and add-on modules, we can design a powerful recording system to meet all of your requirements. For a free copy of our demo CD, send an email to info@ptelinc.com. Be sure to include your mail address.
Professional Telecommunications
Call Center Specialists
(800)647-7640
sales@ptelinc.com
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